Loyalty & Engagement Strategy Manager

Olo•New York, NY

3d•$77,000 - $110,500•Remote

About The Position

Olo is a leading SaaS platform accelerating digital transformation in the restaurant industry by helping customers deliver more personalized and profitable guest experiences. As a result, our digital ordering, payment, and guest engagement solutions and data enable brands to do more with less and make every guest feel like a regular. We are seeking a Loyalty & CRM Solutions Strategist who is passionate about helping restaurant brands build meaningful relationships with their guests. In this role, you will partner with restaurant operators, marketing teams, and technology leaders to design, implement, and optimize loyalty and CRM strategies that drive guest engagement, retention, and revenue growth. Reporting to the VP, Customer Success, you will act as both a strategic advisor and product expert, helping brands translate business objectives into effective loyalty program structures and CRM-driven guest engagement strategies. You will work with customers in varying states of loyalty and engagement maturity and at different stages of their relationship with Olo, so adaptability and context in how you work will vary by Customer. The ideal candidate combines restaurant industry knowledge, loyalty and marketing strategy, CRM expertise, and technical solution design. This role can work remotely from anywhere in the U.S. or at Oloâs headquarters in NYC.

Requirements

5+ years of experience in loyalty programs, CRM/customer engagement platforms, restaurant technology, or solutions consulting.
Mastery of guest engagement strategies and lifecycle marketing.
Ability to translate business requirements into technical solution configurations supported by Olo Loyalty and Engage platform.
Excellent client-facing, facilitation, and presentation skills.

Responsibilities

Partner with restaurant brands to design loyalty strategies aligned with their business goals such as increasing guest acquisition, visit frequency, average check size, and retention.
Recommend and design loyalty program structures including points-based programs, tiers, visit-based rewards, gamification, challenges, and personalized offers.
Advise on best practices for loyalty programs across quick service, fast casual, and full-service restaurant models.
Guide brands on integrating loyalty into the overall guest lifecycle and digital experience.
Provide strategic guidance on CRM architecture and guest data strategy for restaurant brands.
Help clients design segmentation frameworks based on guest behavior, visit frequency, spend patterns, and engagement signals.
Recommend CRM-driven marketing strategies including lifecycle campaigns, personalized promotions, win-back campaigns, and guest reactivation initiatives.
Advise on building guest journeys across channels such as email, SMS, mobile apps, digital ordering, and in-store experiences.
Support clients in establishing data capture strategies at key guest touchpoints (POS, online ordering, app, loyalty enrollment).
Guide brands on leveraging CRM insights to deliver personalized and relevant guest experiences.
Translate business requirements into configurable loyalty and CRM solutions within the Olo Loyalty platform.
Design earning rules, redemption options, reward tiers, promotions, and automated marketing workflows.
Partner with Implementation teams to ensure successful program deployments and integrations with POS, ordering, kiosks, mobile apps and marketing systems.
Analyze loyalty and CRM performance metrics including guest enrollment, visit frequency, campaign engagement, reward redemption, and incremental revenue.
Provide data-driven recommendations to optimize loyalty structures, segmentation strategies, and marketing campaigns.
Help clients understand Loyalty and Engagement KPIs and provide guidance on how to develop reporting frameworks for loyalty and CRM performance.
Facilitate discovery sessions and strategy workshops with restaurant marketing and operations teams.
Educate clients on best practices in loyalty program design, CRM strategy, and guest engagement marketing.
Support clients during program launch, post-launch optimization, and ongoing program evolution.
May support ongoing optimization consulting as part of a professional services engagement.
Work closely with Sales, Product, Brand Marketing, Customer Success, and Implementation teams to deliver a seamless client experience.
Provide feedback from restaurant partners to help inform product enhancements and platform innovation.